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Service Delivery Manager

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Altadena, CA
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Clearance Level Needed:

Public Trust




Programs & Operations

The IT Service Delivery Manager oversees a number of key functions enabling the delivery of a high quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs. This position is a stakeholder facing role, and requires that you establish and manage both business and IT delivery expectations to achieve high standards, including SLAs and KPIs


Service Management

• Maintain high performing service support functions; including IT Service Desk, third party support and mobile service desk and VIP Support.

• Work across the delivery organization, with your manager peers, to ensure that each organization is delivering to client expectations and performance metrics.

• Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of

performance in these processes, accurate reporting and establishing service improvement

activities when required

• As owner of the escalation process the Service Delivery Manager will take ownership of

major incidents to ensuring coordination of resolving parties, effective communication to

stakeholders and post incident review

• Monitor, control and support service delivery; ensuring systems, methodologies and

procedures are in place and followed

• Champion Service and Support in projects and developing a strong understanding of

projects impacting your service area and ensuring service impact is minimized and agreed

• Be accountable for the quality of Service and performance; ensuring future demand from

growth and projects is understood and factored into capacity plans for all associated


• Drive internal and third party service review meetings covering performance, service

improvements, quality and processes

Performance & Quality

• Make recommendations for service improvement plans and ensure actions are followed

through to completion in a timely manner

• Work with internal and third party teams to ensure actions are taken and completed to

protect and improve services

• Provide regular and accurate management reporting on IT Service performance

• Effectively deliver/manage Staff Management including recruitment, mentoring, training,

target setting and performance assessment

• Be an ambassador for IT, working across the business to provide effective communication

on IT matters and build relationships with other teams to ensure effective dialogue between


Qualities and Skills required


• ServiceNow experience required

•Able to demonstrate the ability to undertake the above responsibilities

• Legally able to work in the country in which the position is based

• A passion for Service Improvement

• Experienced Service Management professional

• ITIL Qualified

• Previous experience as a Manager and demonstrable experience in leading virtual teams

• Experience of managing 3rd parties and 3rd party delivered services

• Service Management or Support in a large-scale and diverse environment of incident

management, escalation procedures and related disciplines

• Expert knowledge of ITIL disciplines, and ITIL credentials

• Excellent leadership and people management skills

• Excellent written and verbal communication skills

• Willingness to support and mentor junior staff

• Excellent customer facing/customer service skills

• Able to work under pressure and meet deadlines

• Able to demonstrate a high degree of flexibility including shift and out of hours working

• Excellent organizational skills

• Able to manage sensitive and sometimes confidential information

• Self-motivation and able to take responsibility

• Able to manage and prioritize tasks and time efficiently

• 3-5 years’ experience as Service Delivery Manager


• College Degree

• Transition experience for Outsourcing/Managed Services

Job requirements

Requires Bachelors degree (in Civil, Mechanical or Electrical Engineering) or equivalent, and ten to twelve years of related (DoD and/or Civilian operations management environment) experience.

Company info

ManTech International Corporation.
Website :

Company Profile
ManTech International Corporation provides technologies and solutions for mission-critical national security programs in the United States and internationally. It offers cyber warfare and cyber defense security solutions and services, such as identifying and neutralizing external cyber attacks; engineering tailored defensive security solutions and controls; managing security operations centers; developing robust insider threat detection programs; and creating enterprise vulnerability management programs. The company also provides information technology (IT) modernization and sustainment services that designs, develops, deploys, modernizes, operates, and maintains IT systems and infrastructure; intelligence/counterintelligence solutions and support; systems engineering; and healthcare analytics, and IT solutions that encompasses health information sharing and clinical analytic solutions. ManTech International Corporation serves the United States federal government intelligence, military, space, civilian agencies, state and local governments, and commercial customers. The company was founded in 1968 and is based in Fairfax, Virginia.

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